Facebook’s pages platform reaches only six percent of a brand’s followers; and it’s headed down to one to two percent.

If businesses want to make sure that people see their content, the best strategy is, and always has been, paid advertising.

The Golden Age of Bullshit by Bob Hoffman citing Time Magazine and a Facebook spokesperson for Time Magazine

Improving customer service is about dealing with expectations and dealing with absolutely crucial points in the process more than just actually trying to improve everything evenly.

The research interview process does more than merely ignore critical components of why people behave as they do, it changes how and what they think.

Consumer.ology by Philip Graves

When we have strong positive emotions about a brand we seek supporting evidence and ignore contradictory facts.

Participation isn’t enough.

Having a more clear-sighted view on people’s real world buying behaviours and thus which consumers actually matter to the generation of revenue and profit begins to gives us a framework for thinking about participation.

The Participation Paradox by Martin Weigel